Customer Experience Associate, Prediction Markets

Robinhood Markets, Inc.; Denver (CO); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

100% paid health insurance for员工

401(k) matching

Equity ownership

Job summary

Robinhood Markets, Inc. is expanding its Customer Experience team with a dedicated desk for Prediction Markets. The role offers hands-on work helping customers understand event contracts, pricing, trading, and settlements in a fast-moving environment.

You’ll be among the first on this desk, shaping knowledge bases and support procedures as the product grows, while maintaining calm under live-event pressure and collaborating with product, engineering, and compliance teams.

Qualifications

• 1–2+ years in customer support or related role, fintech/trading preferred.
• Clear written and verbal communication with strong problem-solving.
• Series 3 license preferred; ability to work in person at Westlake, TX 3 days/week.

Responsibilities

• Support customers across chat, email, and phone with speed and empathy.
• Explain event contracts in plain language; how contracts are priced, traded, settled, and paid out.
• Investigate order, position, funding, settlement, and payout questions using internal tools; resolve or escalate with notes.
• Stay calm during live-event spikes and de-escalate customer concerns.
• Escalate complex or compliance-sensitive issues with complete documentation and feedback to improve the platform.

Skills

Experience in support

Communication skills

Problem solving

Schedule flexibility

Licensing & location

Fast-paced environment

Tools

CRM systems

Case management software

Internal tools

Job description

Customer Experience Associate, Prediction Markets

Westlake, TX

Join us in building the future of finance.

Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you're ready to be at the epicenter of this historic cultural and financial shift, keep reading.

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We're looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn't a place for complacency, it's where ambitious people do the best work of their careers. We're a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. The Customer Experience team’s mission is to serve as the voice of the customer, helping users understand and navigate our products with clarity and confidence. We are launching a dedicated support desk for Prediction Markets (event contracts) where customers can trade on real-world outcomes. We turn user feedback into actionable platform improvements and collaborate closely with Product, Engineering, Risk, Compliance, and Operations partners to deliver an exceptional trading experience!

As a Customer Experience Associate, you will be the first line of support for this fast-moving, high-volume trading experience. In this role, you will help customers understand how event contracts are priced, traded, and settled, while resolving account and transaction issues. You will be a founding member of this desk, helping shape the knowledge base and support procedures as the product grows. By keeping a calm, professional approach during live-event volume spikes, you will de-escalate customer concerns and work closely with Product, Engineering, and Compliance partners.

This role is based in our Westlake office, with in-person attendance expected at least 3 days per week.

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

Shifts Available

• Sun-Wed 1pm-12am ET
• Wed-Sat 1pm-12am ET
• Sun-Wed 10am-9pm ET
• Wed-Sat 10am-9pm ET

What you'll do

• Support customers across support channels. Respond to customer questions by chat, email, and phone with speed, accuracy, and empathy.
• Explain event contracts in plain language. Help customers understand how contracts are priced, traded, settled, and paid out, including what happens when an event is resolved, delayed, or disputed.
• Resolve account and trading issues. Investigate order, position, funding, settlement, and payout questions using internal tools, and resolve them or accelerate with detailed notes.
• Stay calm during live-event spikes. Provide steady support when contact volume rises around major news and live events, and work to de-escalate customer concerns.
• Collaborate on escalations and feedback. Route complex, technical, or compliance-sensitive issues to internal partners with complete documentation, and highlight product gaps or confusing experiences to improve the platform.

What you bring

• Experience in support. 1-2+ years of experience in customer support, customer operations, or a related role, preferably in a fintech, brokerage, crypto, trading, or regulated environment.
• Strong communication and problem-solving. Excellent written and verbal communication skills, with the ability to explain complex financial concepts simply, work through transaction questions accurately, and exercise sound judgment on escalations.
• Adaptability and tool proficiency. Comfort working in a fast-moving, high-volume environment, calm under pressure, and the ability to learn new internal tools quickly (e.g., CRM, case management, and administrative tools).
• Schedule flexibility. Availability to work a flexible schedule, including evenings, weekends, and holidays, to align with live-event windows.
• Licensing and location requirements. A Series 3 license is preferred (or the ability to obtain it within 30 days of hire), and the ability to work in person at our Westlake, TX office 3 days per week.

What we offer

• Challenging, high-impact work to grow your career.
• Performance driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Top Tier benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Access to the Robinhood Employee Fund that gives eligible US employees the opportunity to invest in a private employee fund that provides exposure to Robinhood Ventures funds.
• Access to the best AI tools on the market and continuous AI skill-building for every employee, technical or not.
• Lifestyle wallet - a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected hourly range for this role is based on the location where the work will be performed and is aligned to one of 2 compensation zones. This role is also eligible to participate in a Robinhood bonus plan.

Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)

$21.30 - $25 USD

Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL)

$20.40 - $24 USD

Click here to learn more about our Total Rewards, which vary by region and entity.

If our mission energizes you and you're ready to build the future of finance, we look forward to seeing your application.

AI Usage Disclosure: Robinhood uses artificial intelligence (AI) tools to support parts of our recruiting process. These tools enhance the efficiency and consistency of our hiring process; however, all hiring decisions are made by our hiring teams.

Robinhood provides equal opportunity for all applicants, offers reasonable accommodations upon request, and complies with applicable equal employment and privacy laws. Inclusion is built into how we hire and work—welcoming different backgrounds, perspectives, and experiences so everyone can do their best. Please review the Privacy Policy for your country of application.

Equal Employment Opportunity Information

At Robinhood, we care deeply about diverse representation in our workforce as it supports our mission to democratize finance for all. In support of this goal, we encourage applicants to voluntarily identify demographic information. This information helps us to continue building a more inclusive workplace and to ensure effective recruiting programs that are inclusive of individuals across all backgrounds.

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You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity recordkeeping, reporting, and other legal requirements, and to be used in our efforts to recruit a diverse workforce. Any information that you do provide will be recorded and maintained in a confidential manner. For more information on EEOC definitions, please reference this document .

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